account closure

[djw18]

hi,

i spoke to talktalk on 4th September asking them to terminate my line, as i now have fttp from another provider up and running. i have had a few emails stating my transfer will go through on the 6th October, and i will keep my number.

can a staff member please confirm my service will be terminated on this day, or sooner as the line is no longer needed?

during the call, the staff member stated i would be charged £100 if i didn't return my router. I've only had one router provided by talktalk when my service started over 10 year ago, and this has been replaced with my own equipment a long time ago. the original router had issues and was thrown away many years ago.

i disputed this and was told it would be escalated, but no response so far.

can a staff member please confirm i wont be charged £100 for not returning the original, free issue router?

thanks

[amahle-TT]

Hi there @djw18, I have checked on your account and I can confirm that cease has been placed, and your services will disconnect on the 6th the following month, as @Gliwmaeden2 did mention that it was not a good idea to throw away the old router as you have to return the equipment  away the old router was not a good idea as we need  the equipment back should one cancel or change ISP.  kindly confirm if you have received comms from us stating that if you do not post back the router you will be charged £100, thanks.

[djw18]

sorry, i should of put that i have had a few emails stating "my transfer will go through on the 6th October, and i will keep my number"

its why im asking staff to confirm cancellations havent messed up, and my line will be terminated on that day. cancellations where told i wont be keeping the number and its a straightforward termination of service.

the change of providers has been seemless. i got my new sky fttp line installed, activated and service up and running, then rang talktalk to have my old fftc service terminated. all talktalk need to do is disconnect my current service within my 30 days notice.

its only the terminology of the cancellation emails, and agents awarness regarding return of old equipment that are an issue. the staff on here seems decent and will sort on monday.

[Gliwmaeden2]

Sorry, as you wrote "and I will keep my number" the implication was that you were intending to keep using the landline number. 

Even if the line can be closed down within the week, you will still be billed for the notice period. 

It's only shortened if you have asked a new provider to take over a line and they contact Talktalk to inform them, so Talktalk then refunds the difference if it was less than 30 days. You'd pay upfront and then get the credit showing in the next bill. You claim it back to your bank account via My Account. 

But it sounds as though it's a totally new full fibre line.

Please clarify how you set up the new service  - most One Touch Switch services would have sorted things out for you so that you would have had a more seamless change of provider. Switching to Virgin  / Vodafone with Cityfibre requires you to phone in to work things out with Talktalk. 

So staff will need to know:

1. Which ISP you moved to.

2. How did you go about setting it up, before any notification was given to Talktalk. 

They'll then be able to check what's possible re:

1. Closing the Talktalk service early.

2. Consequences for billing, if any.

And they'll clarify the issue of the equipment  - it's highly likely that they just need to put notes on your account that the equipment was too old. It sounds like the agent you originally spoke to wasn't aware of the fact that it was not in the category that currently requires returning, @djw18.

[djw18]

router would be around 10 year old. im not one to keep a non working device just incase i need a non working device, besides as per t&c the customer is the owner as it was issued at the start of my new service. 

i requested the line to be terminated, as my new service is up and running. the phone number isnt being transfered over. i know of one line being disconnected in a week, mother, when giving 30 days notice.

the advantage of it being closed sooner, is that i wont be billed for an unused service and the openreach subby will remove my redundant overhead copper line leaving my fibre while hes local.

[Gliwmaeden2]

That's very odd, @djw18, as the equipment Talktalk currently demands back is listed here:

https://help-centre.talktalk.co.uk/Manage_account/Something_else/Returning_your_TalkTalk_equipment

...and the items are priced here:

 

I've never seen it say £100  - usually £50, but perhaps that was only for one item, and the above list doesn't even match that.

Also the rules for pre and post October '24 for returning  / keeping equipment changed. 

However it was never a good idea to throw the equipment away - Talktalk always sends a returns bag if asked, so it doesn't cost the customer anything, and means that Talktalk can take responsibility for recycling it or reusing parts in some cases.

If you are already up and running with your new provider it must just be the phone number that needs transferring and you are paying Talktalk till 6th October as a notice period. That cannot be altered. 

There's no particular advantage in closing down the line any sooner, but staff can look into all of this during the week. They are not on here at weekends, @djw18.